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Title: Comparison between high-involvement service and high-involvement product : the antecedents of customer retention.
Authors: Chuah, Yi Jia.
See Toh, Seet Yee.
Sim, Qian Ru.
Keywords: DRNTU::Business::Marketing::Customer services
Issue Date: 2008
Abstract: This study investigates four antecedents of customer retention, namely satisfaction, relationship strength, psychological switching cost and economic switching cost. We compare the importance of each factor, between the high-involvement service setting and the high-involvement product setting. From there, we determine the strongest predictor of customer retention in each setting.
Rights: Nanyang Technological University
Fulltext Permission: restricted
Fulltext Availability: With Fulltext
Appears in Collections:NBS Student Reports (FYP/IA/PA/PI)

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